Experienced Platform Lead - Global Digital Experience Platform for Customer-Centric Innovation

Transforming the Future of Customer Support at Airbnb

At Airbnb, we're driven by a mission to create a world where everyone can feel a sense of belonging, no matter where they are. Our Community Support team is at the heart of this endeavor, providing exceptional service to millions of guests and hosts worldwide. We're now seeking an exceptional leader to join our team as a Platform Lead for the Global Digital Experience Platform, where you'll play a pivotal role in shaping the future of customer support through innovative, technology-driven solutions.

The Community You Will Join

Our Community Support team is a dynamic, global business unit that is passionate about delivering outstanding customer experiences. As a Platform Lead, you'll be part of a talented group of professionals who are dedicated to building a technology platform that scales with Airbnb's growth, enhancing both the efficiency of our operations and the experience of our users. The Community Support Platform Product team is responsible for creating seamless, self-solve solutions that empower our guests and hosts to resolve issues quickly and effortlessly.

The Difference You Will Make

As the Platform Lead for the Global Digital Experience Platform, you'll be instrumental in developing intuitive self-solve experiences that address the root causes of support needs. Your leadership will enable our users to enjoy their Airbnb experiences without interruption, while driving innovative solutions that enhance our global support systems. You'll lead a team of global product managers in crafting product roadmaps that align with Airbnb's Community Support vision, ensuring the successful execution of these plans, and staying at the forefront of AI and self-service technologies to continuously improve our self-solve capabilities.

A Typical Day

• Develop and refine the experience platform strategy to align with Airbnb's Community Support vision, driving the creation of innovative, user-centric solutions.
• Lead a global team of platform managers, ensuring the successful execution of product roadmaps and fostering a culture of collaboration and excellence.
• Stay updated on the latest advancements in AI, self-service technologies, and customer service workflows to enhance Airbnb's self-solve capabilities and improve user experiences.
• Collaborate with cross-functional teams, including design, engineering, and operations, to deliver seamless, integrated user experiences that meet the evolving needs of our guests and hosts.
• Set measurable objectives and key results for the team, driving consistent delivery and impact while ensuring alignment with Airbnb's overall goals.
• Influence and align stakeholders across the organization, from business and platform teams to executive leadership, to ensure that our product solutions meet the needs of our users and drive business success.
• Evaluate new product opportunities, guiding decisions on buy vs. build solutions to enhance our business capabilities and drive growth.

Your Expertise

To succeed in this role, you'll need a strong background in product management, with a proven track record of leading high-performing teams and driving innovative product solutions that deliver results. Your expertise will be characterized by:

• 12+ years of product management experience, with 5+ years in a management role, where you've led teams and driven strategic product initiatives.
• A compassionate leadership style that inspires and brings out the best in your team, fostering a culture of collaboration, innovation, and continuous learning.
• A proven ability to translate customer needs into innovative product solutions that drive business results and enhance user experiences.
• A strong understanding of customer service workflows, data analysis, AI technologies, and global operations, with experience in personalization, prediction, and online help experiences.
• Exceptional communication skills, with the ability to present confidently at all levels, including C-suite, and influence stakeholders across the organization.
• The ability to manage complex business plans in a cross-functional and matrixed organization, navigating multiple stakeholders and priorities to drive successful outcomes.
• Experience working in global, multi-cultural environments across different time zones, with a deep understanding of the challenges and opportunities that come with remote collaboration.

Career Growth Opportunities and Learning Benefits

As a Platform Lead at Airbnb, you'll have the opportunity to grow your career in a dynamic, innovative environment that is passionate about creating exceptional customer experiences. You'll be part of a talented team that is pushing the boundaries of what's possible in customer support, with opportunities to learn from industry experts, develop new skills, and drive strategic initiatives that shape the future of our business.

Work Environment and Company Culture

Airbnb is committed to fostering a culture of inclusion and belonging, where everyone feels valued, respected, and empowered to contribute their best work. As a remote-eligible role, you'll have the flexibility to work from anywhere, while still being part of a global team that is connected, collaborative, and committed to our shared mission.

Compensation, Perks, and Benefits

We offer a competitive salary and benefits package that reflects our commitment to attracting and retaining the best talent. Our benefits include a comprehensive health insurance plan, retirement savings plan, and generous paid time off policy, among other perks. We're committed to providing a work environment that is inclusive, supportive, and empowering, with opportunities for growth and development that will help you thrive in your career.

Join Our Team!

If you're a motivated, customer-centric leader with a passion for driving innovation and excellence, we encourage you to apply for this exciting opportunity. As a Platform Lead at Airbnb, you'll be part of a talented team that is shaping the future of customer support, with the opportunity to make a meaningful impact on our users, our business, and our culture. To learn more about this role and to submit your application, please click on the link below.

We're committed to working with the broadest talent pool possible and encourage all qualified individuals to apply. Airbnb is an equal opportunities employer, and we're dedicated to creating a disability-inclusive application and interview process. If you require reasonable accommodation to submit an application, please contact us at [email protected].